Key Responsibilities:
· Assist to investigate and resolve escalated inquiries or complaints related to client parcels / shipments, such as delayed, misplaced, damaged shipments and pending of documentations required.
· Coordinate with relevant departments , including operations, logistics, and warehouse, to identify and rectify the cause of issues.
· Provide solutions to resolve challenges while ensuring minimal impact on clients.
· Being the point of contact for escalated cases, ensuring to provide clear and timely updates to clients.
· Demonstrates professionalism and empathy when handling challenging situations.
· Proactively identify recurring problems and suggest process improvements to prevent future occurrences.
· Maintain accurate documentation of escalated cases, resolutions, and follow-ups.
· Work closely with relevant departments to ensure smooth consistent service delivery.
· Provide feedback and insights to improve overall customer care processes.
· Assist with any other duties or projects assigned by the reporting officer.